Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It had come to my attention through communication from the City *********** that we were overdue on 2 backflow system tests at one property. I contacted our irrigation vendor and she assured me that the test was done and the report sent to the city, (our whole area had experienced cyber issues ) but 1 of the backflows mentioned was a fire line backflow and needed to be done by our ******************* ADT St ******* ******* manages over 13 apartment properties and this one property in question is the only one under ADT for fire suppression.I tried to reach ****************** line. An agent informed me that we have not had annual Fire Inspections at the property in 2 years. The agent contacted my **** I waited for a phone call.After 2 days the *** called I told him about the missed backflow inspections that we had not had a Fire Inspection since 2022. He wanted to find out if he could do a retroactive inspection from the ********* I suggested that is a ridiculous proposal ,he was adamant to do what the Fire Marshal suggested I agreed and waited for a call or email. Today is Aug 13 I have not heard from the **** I cannot get communication from ADT. I called the Fire Marshal he stated that a retroactive inspection is out of the question, a 2024 inspection is needed immediately. I emailed the *** I have not heard from him. I have found out that from the very first inspection ADT did in 2021 to the second one in 2022, 19 months had lapsed. That is NOT annual inspections to me. We have one more year in our contract with ***. I am requesting that we make the contract VOID at this time so I may get our other vendor out to do the inspections, and to be reimbursed 1 year (2023)of paid service fees of $ ******* plus 2 years backflow testing of $ ****** that I had to pay another vendor to bring up to date. I find that ADT becomes unavailable when they find that they are in the wrong, thus we must resort to the BBB.We are unprotected at this time.

  Business Response

  Date: 08/22/2024

  *** has reviewed and forwarded over this concern to Everon Solutions as they are the contract holder for this agreement. We have received word that they have begun a review in an effort to seek a solution, but additional inquiries will need to be made directly to Everon moving forward.

  Customer Answer

  Date: 08/22/2024

  Hello,

    I had informed ADT/Everon that the Fire ******** expressed that an "immediate" inspection is in order as 2023 inspection was not performed. It is now 1 year and 8 months since an inspection. We are out of compliance and ADT keeps dragging their tail. I would rather have our other vendor do an inspection **** as needed. This delay is unacceptable. I ask for this contract voided for default and breach so a bonafide Fire Specialist can bring us into compliance. I had a call from an ADT *** on 8/15/24 trying to tell me that an inspection was attempted and we said that the *** was at the wrong property when he showed up at the property. I knew this was an attempt to cover their a** as we Do Not have another ADT fire contract. The property in question is the only one under ADT Fire, thus we would have never told ADT Fire tech that he was at the wrong address. I feel harassed by this company, the tech tried to strong arm me and was combative and rude. All I get is emails saying they are discussing this issue and no action. I am not satisfied with an email response. No.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22135771
  
  I am rejecting this response because: I needed an immediate response to a fire inspection or void of contract, and details on reimbursement of 1 year of service and backflow charges. No an email stating that they are working on it.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 08/22/2024

  Please refer this complaint to Everon, ADT no longer owns this account. 

  *******************************************************

  *******************************************************************************

  Customer Answer

  Date: 08/26/2024

  Good Morning,

  ADT/Everon has scheduled an inspection with me. My only concern is a timeline for the reimbursement of the one year service fees for 2023.

  I would appreciate a timeline.

  Thank you for all your help,

  **** *******

  Customer Answer

  Date: 09/25/2024

  Hello,

  I received an email on 9/23/24 stating that the refund will be issued. I appreciate that you spurred them on to take action, I don't believe they would have without the BBB involvement. It seems their operating procedure is to send one to the transfer mill in **** to go around and around and hope we give up.

  I will wait to see if they honor their word.......thank you very much!!

  **** *******

  Customer Answer

  Date: 09/25/2024

   

  I will let you know *******....the BBB has been a good experience.

  I will leave a review. Thank you.

   

  **** *******

  Customer Answer

  Date: 09/25/2024

   

  Smiley Face.................you are welcome!

  Business Response

  Date: 02/25/2025

  It was reviewed and found inspections were not completed as they were contracted to be. A refund was given to the customer on 10/04/24 in the amount of $1,180.00. $600 for 2 years of back flow testing, $450 for the 2023 fire inspection and $130 for the additional service fee the customer had to pay to another company to complete the back flow testing. Invoice #*********

  Business Response

  Date: 02/25/2025

  It was reviewed and found inspections were not completed as they were contracted to be. A refund was given to the customer on 10/04/24 in the amount of $1,180.00. $600 for 2 years of back flow testing, $450 for the 2023 fire inspection and $130 for the additional service fee the customer had to pay to another company to complete the back flow testing. Invoice #*********

  Customer Answer

  Date: 02/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Been paying for service for 25 years - Two years ago: Burglary in our ********** location, during which ADT attempted to contact the pharmacy at 3 AM instead of promptly notifying the police, compromising our security.- 5/20/24: ADT representative visited our store to assess our security system. While we do not recall the name of this representative, they assured us that everything was in good working order.- 7/18/24: ******** successfully breached our premises at Future Pharmacy in ******, despite the presence of ADT alarm system. The alarm system failed to trigger on their end, allowing the perpetrators to enter undetected and commit a devastating burglary. This incident has not only resulted in significant financial losses from stolen inventory, including vital medications, but has also shattered our sense of security and safety. I had to contact the police and ADT myself after showing up to work and seeing broken glass and the broken door.ADT representative ***********************, who visited after the burglary, revealed that the previous assessment of our system was inadequate. This admission underscores a pattern of insufficient service delivery despite our long-standing loyalty to the company.

  Business Response

  Date: 07/19/2024

  ADT has forwarded this concern to Everon on 7/17 and they have stated that they would be reaching out to the customer.

  Business Response

  Date: 08/14/2024

  Date Sent: 7/19/2024 1:18:24 PM
  ADT has forwarded this concern to Everon on 7/17 and they have stated that they would be reaching out to the customer.

  Business Response

  Date: 02/27/2025

  We have thoroughly reviewed Ms. ******* account, and the concerns outlined in her complaint. Our records indicate that all proper procedures were followed regarding service calls and system assessments. Each concern raised was addressed promptly and in accordance with our internal policies.
  While we understand Ms. ******* frustrations, there appeared to be a consistent pattern of escalating requests for waived charges, reduced service fees, and additional accommodations. After a comprehensive review of the account and in light of our ongoing efforts to maintain high-quality service for all customers, a decision was made in October 2024 to release Ms. ****** from any further contractual obligations. This decision was communicated to the customer as a goodwill gesture and to allow both parties to move forward amicably.
  We remain committed to delivering reliable service and take customer concerns seriously. We believe the resolution provided is fair and appropriate given the circumstances and our longstanding relationship with Ms. *******

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22011413
  
  I am rejecting this response because: that is beyond frustrating- especially after 27 years of being a loyal customer. ADT not only failed to provide the service, but they dropped us with 2 weeks' notice and the nerve to bill us for their own breach. It sounds like a classic case of a company refusing to take accountability. We had to call so many times to resolve that issue, and we were told that someone will call us back. Fortunately, we have now found another security provider-one that actually values its customers and provides the protection the promise. Unlike Everon, they take security seriously. I hope Everon reconsiders how it treats its customer in the future, but for us, there is no looking back.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/10/2025

  Thank you for your response. We understand and acknowledge your frustration, especially given your 27 years as a valued customer. Providing reliable service and ensuring the safety of our customers is a priority, and we regret that your experience did not meet your expectations. Our records indicate that our team made every effort to address your concerns promptly, including multiple service assessments and ongoing communication. We recognize that the resolution did not align with your desired outcome, but the decision to release you from any further contractual obligations was made after a thorough review of your account and with the intention of allowing you the flexibility to seek a provider that better meets your current needs. We appreciate the opportunity to have served you over the years and wish you all the best with your new security provider. Your feedback is invaluable as we continue to evaluate and improve our customer service processes.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted ADT to perform security monitoring service for our company. We have 2 locations, one in ******, and one in *******. For the ****** location, they came to install the service antenna, but realized they need a bigger one, and haven't been back to finish their install. It has been several weeks since we have been ready for their install and they have had techs on site multiple times but it is still not 100% complete. We have paid for this installation as well. For our ******* location, we have a similar complaint. We put down a $500 deposit for the work and have been going back and forth to understand why they are charging us double for ******* versus ******. I've been trying to contact the sales *** who even confirmed with his boss, *******, that it shouldn't cost double. So I have verbal confirmation from both ************ that the cost should be reduced but we haven't seen any updated proposal. This has been going on for several weeks now. We are ready for them to come and install the service but they are just unresponsive. We need someone to reach out so we can finalize the price and for them to install their service. They essentially took our deposit and haven't been responsive.

  Business Response

  Date: 07/11/2024

  Everon
  *******************;
  *********************
  Please forward to the correct company.

  Business Response

  Date: 02/24/2025

  We sincerely apologize for the lack of communication. We would be more than happy to assist in getting this resolved for you as quickly as possible. To do so we would need more information from you, and we did try to contact the phone number you provided in your complaint, but it was not a valid number. Please provide your first and last name, a full address for the account you stated you made a deposit on, and a good contact number so that someone in the local branch can reach out to you right away.